Windermere House Independent Hospital

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question as good. At this assessment the rating has remained good with evidence of outstanding practice in the kindness, compassion and dignity quality statement. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

During this inspection we collected evidence from staff, carers and patients where possible. We completed observations of staff interactions and the running of the ward. Staff were exceptionally compassionate, caring and understood the importance of person centred and individualised care.

Staff went over and above in their care of patients and we observed this during the inspection, where staff treated patients receiving end of life care as they would treat a member of their own family.

The service made arrangements to support family visits, including supporting a patient to go shopping in the community to buy food, supporting them to cook two meals and set up a room for the patient and their wife to enjoy an anniversary meal, giving them a sense of accomplishment. The ward ensured children had a safe space and garden area to visit their family. The level of care and empathy demonstrated during our inspection was to the highest standard and this was reflected during conversations with relatives.